Course Outline

ITIL® Intermediate Lifecycle: Service Operations (2011 Edition)

Course Overview

SO (Service Operation) course is part of the ITIL® v3 Intermediate Lifecycle certification stream. The course prepares students to take the ITIL® v3 Service Operation Intermediate exam as well as proving valuable workplace knowledge. NOTE: This course will earn you 28 PDUs.

Who Should Attend

CIOs, CTOs, managers, supervisory staff, team leaders, designers, architects, planners, IT consultants, IT audit managers and IT security managers who require a detailed understanding of the ITIL® Service Transition phase of the ITIL® core Lifecycle and the affected processes, functions and activities and their application.

Course Objectives

This qualification provides a complete management-level overview of Service Operation including all its related activities. Candidates can expect to gain competencies in the following: • Introduction to Service Operation • Service Operation principles • Service Operation processes • Common Service Operation activities • Organizing for Service Operation: functions • Technology considerations • Implementation of Service Operation • Challenges, critical success factors and risks. In addition, the training for this certification includes examination preparation, and a mock examination.